Author

Mary Jo Bitner

Mary Jo Bitner has written extensively on service marketing and management topics including satisfaction with services, customer-employee interactions, service blueprinting, and service infusion. Her work is published in leading journals including Journal of Marketing, Journal of Service Research, and California Management Review, among others. Her research and MBA teaching throughout her career have focused on service management and marketing.
Dr. Bitner is Professor of Marketing, PetSmart Chair, and Executive Director of the Center for Services Leadership in the W. P. Carey School of Business, Arizona State University. She has contributed over two decades of research to the field of services marketing. Professor Bitner has published more than forty-five journal articles relevant to service management and marketing in leading academic and managerial journals. Her current research focuses on helping product-dominant companies infuse service growth strategies. She is co-author with Valarie Zeithaml of Services Marketing: Integrating Customer Focus Across the Firm (McGraw-Hill, 6th edition, 2013), a prominent text in services that is used at universities worldwide. Bitner is currently on the Board of Directors of the American Marketing Association and has been named the incoming editor in chief of the Journal of Service Research, the top academic journal for service research globally.

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